Team Lead, Sr Systems Engineer

Working hours:  

Monday – Friday 8:00 am - 5:00 pm local business hours

Participate in a rotating on-call schedule (afterhours and weekends)   

Location requirements: 

Remote, USA  

Why this job is exciting:  

This is a fast-paced, ever-changing IT position, where a sense of urgency and accountability are valued. You are a player-coach, both working hands-on with infrastructure technology in multiple client environments and managing the performance of your team.  

Who you are  

Leads the operational and customer service functions of their team, including incident management, escalated service requests, projects, and proactive client initiatives. Develops and implements processes to improve team performance and enhance employee retention and development. Manages client onboarding, team KPIs, and consulting activities while overseeing team scheduling, timecards, and regular performance reviews.

Lead the operations and customer-facing service functions including: Service Request Management, Incident Management, Problem Management, Change Management, Alert Handling, Proactive Initiatives, and Client PnP.

• Deliver on customer expectations of service levels and service availability.
• Establish processes and programs to improve team performance, retain talent, and assist in the development of talent.
• Implement and continually improve process automation to streamline operations including automation, configuration management, asset management, ticketing, and phone system improvements.
• Perform senior consulting activities, SOW review, QBR review, project engineering, onboarding new environments, and on-call management.
• Review regular administrative tasks such as timesheet review for engineers, timecard review for engineers, PTO planning and approval, monthly 1:1s, and performance reviews.
• Maintain yours and your team’s utilization with a target goal of 65%.
• Maintain CSAT for team with a target goal of 98%.
• Review monthly agreement reconciliation, N-able reconciliation, and KPI and BAR reporting.
• Onboard new clients – gather documents and processes to set the SD up for success before go-live date.
• Meaningfully engage in client and internal meetings.
• Mentor and train junior-level engineers along with developing training plans for the team.
• Ability to continually assess the alignment of customer networks with standards.  Continuously work towards getting customers in line with standards driving upgrade opportunities to the Sales Team.
  

This position requires hands-on expertise and the ability to install, configure, and troubleshoot all or most of the following technologies in a infrastructure environment.  

• Cloud technologies like Office 365 and Azure.
• Cybersecurity platforms like SentinelOne.
•  Managing and mitigating cyberattacks and assessing cybersecurity posture for a client environment.
•  Windows Server OS, Active Directory, Azure AD, Virtualization Platforms (VMware, HyperV), backup and recovery platforms, AVD, Terminal Server environments.
•  Familiarity with MSP applications like ConnectWise, N-Able, and IT Glue is desirable.

 Pay and Benefits:   

This is a full-time position located in the United States and performed remotely with some travel.  

Estimated Starting Salary/Wage Range: $105,000.00 - $120,000.00 annually, less applicable withholdings and deductions, paid on a semi-monthly basis (The actual salary offered may vary based on relevant factors as determined in the Company’s discretion, which may include experience, qualifications, tenure [for existing employees] skill set, availability of qualified candidates, geographic location, certifications held, and other criteria deemed pertinent to the particular role.  Note that the majority of individuals in the position will fall in the low to mid-level of this scale; the upper end of this pay scale is offered only in exceptional circumstances and/or for unusually qualified candidates.)   

In addition to legally-required benefits, NexusTek offers a generous benefit package to eligible full-time employees, which currently includes the following: 

• Four weeks of annual accrued PTO 
• Seven paid national holidays
• Medical, dental, vision options 
• Company-paid life insurance, short and long-term disability<